I. DUTIES AND RESPONSIBILITIES

• Monitor and support day-to-day network and security operations across DITO production and branch environments.
• Provide first-level and minor escalation support for Fortinet firewalls, F5 load balancers, and Cisco switches/routers, and coordinate with TG and vendors for advanced escalation. Ensure timely handling and closure of Ivanti tickets (Incident, Service Request, and MACD) within defined SLAs.
• Coordinate with vendor TACs (Fortinet, F5, Cisco) for issue resolution, firmware updates, and bug remediation.
• Monitor and track preventive maintenance, health checks, and software/firmware upgrade activities in alignment with SPG account deliverables and approved change processes.
• Maintain and update operational trackers such as spares and RMA inventory, Versa PO vs deployment, and MA renewal tables.
• Ensure data accuracy and timely updates for management and audit readiness
• Participate in coordination calls and walkthroughs with AM’s, CSM, TG, and vendor teams for issue updates and service improvements.
• Monitor internal documentation initiatives such as Method of Procedure (MOP), Post Activity Reports, and Change Logs.

III. QUALIFICATIONS

• Bachelor’s degree in Information Technology, Computer Engineering, or related field.
• 1–2 years of experience or equivalent exposure through internships or managed services roles in network/security operations or service delivery.
• Strong hands-on experience with Fortinet firewalls (FortiGate/FortiManager), F5 BIG IP, and Cisco routing/switching.
• Certifications such as Fortinet Cisco CCNA/CCNP are highly preferred.
• Experience with Ivanti, SolarWinds, or equivalent ticketing and monitoring tools.
• Strong coordination, documentation, and communication skills.
• Detail-oriented, proactive, and capable of working under minimal supervision.
• Willing to be on-call and support after-office or weekend activities when required.
• Technical Troubleshooting (Network & Security)
• SLA and Ticket Management
• Vendor Coordination and Escalation Handling
• Documentation and Reporting Accuracy
• Customer-Oriented Mindset
• Team Collaboration and Process Adherence